Technicien Help Desk (Anglophone)

Company Description

Inetum is an agile and innovative IT services company, a global provider of digital services and solutions. We support our clients in maximizing the potential of digital flow, in a constantly evolving world where needs and uses are rapidly transforming.

With nearly 27,000 employees across 26 countries, Inetum combines proximity, industry expertise, and high-value-added technological solutions.

Job Description

As a HelpDesk Technician, you will be the first point of contact for our users, ensuring quick and effective resolution of incidents and requests. By joining our HelpDesk team, you’ll play a key role in user satisfaction while contributing to the continuous improvement of our services.

Qualifications

Your Key Responsibilities :

• Handle Level 1 requests (calls, emails, self-service).
• Diagnose and resolve incidents remotely based on established procedures.
• Develop and update procedures to enhance operational efficiency.
• Escalate complex issues to Level 2 or Level 3 support as needed.
• Perform back-office tasks such as request processing.
• Train new hires and provide occasional administrative supervision.
• Stay updated on client systems and processes to ensure autonomy.

Technical Environment:

• Tools: ITSM (ServiceNow), Microsoft Office Suite, Windows 10/11
• Frameworks: ITIL (bonus if familiar)

What We’re Looking For:

• Fluent English skills.
• Proactivity, prioritization, and deadline management.
• Solid understanding of IT systems and networks.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation skills for user interaction and procedure creation.
• Ability to work independently, manage time effectively, and thrive under pressure.